Principal Customer Success Account Management-CTJ-Secret

Microsoft Federal is a unified organization purpose-built to serve the U.S. Government, bringing together sales, contracting, delivery, and enablement under a single operating model. Our mission is to help federal customers adopt Microsoft technologies at the pace, scale, and rigor required to deliver critical government missions.

As federal agencies modernize in a cloud and AI-driven economy, success depends not only on technology deployment—but on executive-led adoption, organizational change, and value realization. Microsoft Federal partners with senior government leaders to ensure cloud, security, and GenAI investments translate into measurable mission outcomes.

Role Overview
We are hiring a Senior Principal Customer Success Account Manager focused exclusively on executive-level adoption and change orchestration for Microsoft’s largest and most complex U.S. Federal customers.

This role provides strategic leadership, executive alignment, and adoption governance, ensuring that priorities are clear, outcomes are measurable, and execution is coordinated across Microsoft teams. You will serve as the senior adoption authority —shaping customer strategy, influencing executives, and orchestrating Microsoft resources across Customer Success Units (CSU), ISD, and partner teams.

 Key Responsibilities

• Lead executive-level adoption and change strategy for large, multi-year, cross-cloud federal programs
• Align senior government stakeholders and Microsoft leadership on outcomes, priorities, and success metrics
• Orchestrate work across Microsoft delivery, engineering, and partner teams without direct authority
• Establish structured adoption roadmaps tied to mission objectives, cloud consumption, security posture, and GenAI value
• Drive data-driven governance, risk management, and value realization at the portfolio level
• Act as a trusted advisor to federal executives navigating organizational, operational, and cultural change

 Recommended Experience

• Proven executive-level adoption and change leadership in complex enterprise or federal environments
• Strong executive presence with the ability to influence senior leaders across government and industry
• Demonstrated success orchestrating large, matrixed teams without formal reporting authority
• Deep understanding of U.S. Federal customers, missions, and operating constraints
• Strategic and technical fluency across cloud platforms, cybersecurity, and GenAI
• Structured, analytical approach to adoption planning, outcome tracking, and value realization

• Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations.

• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.

• Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to id